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Blog Archives

Generational differences in customer satisfaction, trust in insurance providers, and eagerness to try out new business models pose significant challenges for insurers seeking loyalty from Millennials and Gen Z consumers. Drawing on a survey of over 4,000 U.S. auto and homeowners’ insurance customers and on lessons from major insurance companies, we identified several steps that Continue Reading »

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The best-performing companies use customer feedback to fuel learning and innovation. This research reveals the formula for doing it well. To better understand the specific practices that customer-driven innovators use to anticipate, act on, and adapt to the changing expectations of a more empowered consumer, Accenture and Medallia surveyed 450 senior customer experience and marketing Continue Reading »

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Personalization is no longer just a buzzword or a “nice-to-have” confined to marketing outreach. Nowadays, to survive in a rapidly changing world, customer-facing brands must put data-driven personalized experiences along the entire customer journey at the core of their strategy. Those that do will not only survive, but thrive. Read this report to learn how Continue Reading »

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Consistently delighting customers requires listening to what they have to say, learning from their experiences, and acting on their feedback. Employees who interact with customers on a day-to-day basis are often in the best position to identify common problems and suggest solutions. An engaged workforce is the key to success with customers; though many companies Continue Reading »

Comments Off on The Missing Piece of the CX Puzzle: Customer-Centric Employees

Claims that strong customer relationships trump brands in a digital world make for great head­lines. But rarely is the reality so definitive. That is what Medallia found when we partnered with a large international luxury retailer to look at the interplay between brand and customer experience. Read this report to understand the dynamics of brand Continue Reading »

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Empathy is a great way for insurers to connect with customers, but exercising it can be incredibly taxing for claim service agents, often leading to burnout and turnover. One effective approach to countering these negative outcomes is to pair empathy with empowerment. Insurers that have done this have seen benefits for customers and employees alike.

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In the Age of the Customer, business as usual is not enough. Companies must deliver faster innovations, better service, and an overall experience that delights people so much they want to share it. This requires empowering each employee with data, resources, and enough autonomy to use them in the best interests of both the customer Continue Reading »

Companies are confronted with large amounts of unstructured customer data like survey comments and social media reviews. Text analytics harnesses this valuable data, but few companies, and particularly their marketing teams, are using this technology to its full capacity. In this paper, Medallia Institute highlights how leading companies are using text analytics to super-charge six Continue Reading »

The prevalence of digital touchpoints means that companies are accumulating an unheard-of volume of information about their customers, including behavioral analytics, ratings, and reviews. Leading companies do more than capture data online: they rely on integrated data streams, advanced text analytics, and customized dashboards to cut through the noise and unlock improvement across the entire Continue Reading »

Many companies compensate employees based on customer ratings. Though well-intentioned, these incentive schemes often produce unintended behavior. New Medallia research highlights the potential pitfalls of tying employee compensation to CX metrics and offers three strategies for minimizing common problems.

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